1. The current batch of agents are undertrained
2. They are using the 6 minute timeout feature to avoid touch questions (essentially, trying to hang up on customers)

I was testing whether I will get Curry. What eventually happened supported the two assertions I made above. My experience with the last agent is particularly pertinent)

Me: 5:24am: Contact customer care
[snip a bunch of messages I had to send to circumvent Vera]
Vera 6:06am: Would you like to contact Customer Car for further assistance [yes].

Maneesh 6:08am: [please provide account info] [provided same account info as I would through phone]

Rein 8:35am: How may I assist you?
Rein 8:42am: If you need further help...
Me 8:59am: I would like to search for MEL-HKG redemption flight for 2 persons on any class on 2X June 2023 please

May 10:45am: How may I assist you?
May 10:56am: Should you have any queries...
Me 10:56am: I would like to search for MEL-HKG redemption flight for 2 persons on any class on 2X June 2023 please

[Agent] 1:34pm: How may I assist you?
Me 1:34pm: I would like to search for MEL-HKG redemption flight for 2 persons on any class on 2X June 2023 please
[Agent] 1:38pm: You may check seat availability via visiting cathaypacific.com : https://www.cathaypacific.com/cx/en_...ts/facade.html for different itinerary and flight date. We would suggest you to check the seat availability through cathaypacific.com as it shown the real time availability.
[Agent] 1:38pm: Sorry, the redemption seat you are looking for is currently not available.

This is an incorrect answer. On my day, jaytw 's Cathay Pacific Search Fixer shows QF781-CX142 has J6. I subsequently confirmed this on an "unelevated" search.

I was screenshotting my conversation with [agent] to my AM broadcast list. One contact asked me to check whether USM is still a valid search. I decided to use check this with [agent]

Me 1:39pm: OK thanks. This one I cannot check online, as it involves carrier PG on route HKG-USM. For date: 1 September 2023 <-- any redemption seat? [EF is showing C9 J4 Y9 P9]
[Agent]: In redemption we can not book the code share flight.
Me: It is not code share. Redemption partner PG
[Agent]: I know PG is our partner
Me: A redemption partner too https://www.asiamiles.com/en/earn-mi...angkok-airways [screencap "What you can redeem: One-way - Business and Economy Standard Awards]", I've redeemed pre-pandemic. Does not appear to have change to your redemption table (who can be redeemed with Asia Miles and who cannot). So, any seats please.
[Agent] 1:45pm: If you can not check the route on the website it means the route cannot be redeem.
Me: Sorry, false. Certain redemption partners must be called in. Including, specifically, PG. Please check with your supervisor, as this is obviously incorrect. I'll wait.
[Agent] 1:50pm: I have double check about HKG-USM, and really not available for redemption.
Me: Your own form has it https://www.cathaypacific.com/cx/en_...-airlines.html.



Me: I'm hoping not have to wait for whatever days (weeks) to get a response. I used to be able to get seat availability over the phone. Please ask again?
[Agent]: Please wait.
Me: Thank you.
[Agent] 2:01pm: Actually on the terms and conditions for flight award redemption "Not all Flight Awards are available through all Airline Partners. Members should refer to the 'Pay with miles only' section of the Flight Awards Website for details. Flight Awards and participating Airline Partners may be subject to change or withdrawal.
Certain sectors and destinations for each Airline Partner may not be eligible for Flight Award redemption."
Me: Not if you have a form for it! Zero availability is one thing. Refusing to search is different.
[agent] So maybe you can redeem the same route before, but it is no available for redeem currently.
https://www.cathaypacific.com/cx/en_...onditions.html
Here are the detailed terms and conditions for redemption ticket.
Me 2:07pm: The form is from here. Current.


[Agent] 2:13pm: The award ticket is based on the terms and conditions




(I had to put my phone away as I had a meeting at that point, and was not able to continually peck at my screen and photo pages and charts)

[Agent] 2;21pm: Just checking if you are still there?
[Agent] 2;28pm: Thank you for your query...